Logging in and out of Arbor and troubleshooting

Logging in

Logging in for the first time

Launch an internet browser - we recommend Google Chrome

Go to the URL sent to you in your welcome email where you can create a new password and log in.

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If you don't have your welcome email, or the link has expired after 96 hours, ask your Arbor contact in your school.

Click the option ‘First time logging in?’ and follow the steps.

Add a bookmark to your browser to find Arbor quickly tomorrow!

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Click the link in the email. 

Please note: this link will only be active for 96 hours. If 96 hours has already passed, please ask your admin team to reset your password, or click the link on the login page again.

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You can then create a password and log in.

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When it is your first time logging in, you will have to read and accept our Terms and Conditions. Tick the box at the bottom, then click Accept.

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Returning to Arbor

To log into your school MIS using your school's login page, go to your school's URL e.g.  http://[exampleschoolname].uk.arbor.sc. 

Enter your username or email address and password in the boxes, and click Log in.

 

I need to reset my password

If you have forgotten your password, you can click the Forgotten your Password? link at the bottom of the login page.

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Enter your email address and click ‘Reset password’, and you will receive an email with a password reset link.

 

Helping other staff to log in

To log in for the first time, you can send staff a welcome email that includes their username and a link where they can set their password. You can also manually set a password for them, or get them to reset their own password if they are struggling to log in. We've also included some troubleshooting tips to help resolve common issues.  

Sending the welcome email so they can log in for the first time

Arbor has the function to send a welcome email whilst creating new staff members. 

The welcome email can be sent whilst a staff profile is being created. To create a staff profile go to School > All Staff > Add New Staff member.

When adding a new staff member you must include:

  • An email address
  • Send Welcome Email option ticked
  • A business role 

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Once the Create Staff Member button is clicked a welcome email will be sent with details on how to log in.

The staff member should then click the link in their email, which will take them to a page where they can change their password and log in.

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You can also send this welcome email when you add a new email address to a staff member’s Staff Profile. In the Contact Details section, click +Add and choose email address.

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In the slide over, choose the email address and tick the box to send the welcome email.

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Resetting a password or resending login details

To reset a users password, you can send them a reset password link by email.

First, you will need to access the user's profile by clicking School > All Staff > Browse Staff and selecting the staff member from the list. Alternatively, you can access their profile by typing their name in the search bar in the top right-hand corner.

From the profile page, scroll down to the User Details section.

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Click on the username and a slide over will appear with the following options:

Reset Password - If there is an email address on the profile, click on this button to automatically send them a reset email with a link. Please note, this link will expire after 96 hours.

Change Password - If the user's profile doesn't have an email address, click on this option to manually change their password.

Change Username - If the user's profile doesn't have an email address, the user will be given a generated non-email username which can amend this by clicking on this button.

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A user can also generate a password reset for their own profile by visiting the login page of your School Arbor site. Once here they can click on the 'Forgotten your password?' link which will take them through a series of steps to generate a new password. 

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Troubleshooting

If you are trying to log into your staff account and the system asks for a child's date of birth, this means your email address has been used on a guardian profile - perhaps you used to have a child who attended the school. Someone will need to make sure the email address on your staff account is unique by following these instructions, which will then allow you to log in to your staff account.

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There may be a number of reasons a user cannot log in to your school's Arbor site. First ensure they are using Google Chrome.

Make sure the site address is as follows: https://[yourschoolname].uk.arbor.sc

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Recheck the login details and ensure that the username is the email address used for Arbor.

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Check the staff member has an active business role set on Arbor. If they don't have a business role, they won't have access.

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Make sure the password email was sent less than 96 hours ago. If it was sent more than 96 hours ago, the link will have expired and will need to be sent again.

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It may be that you need to refresh your browser in order to get onto Arbor. To do this, you need to clear the cache - click here for instructions on clearing your cache.

If this doesn't work, you can then clear the cookies for Arbor - click here to see instructions on how to do this for the most widely used browsers.  Please note you will need to delete Arbor cookies and might need to search for these as instructed.

 

Logging out

To log out, just click the Sign out link at the top-right of your Arbor page. This will log you out of your school site.

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You will also be automatically logged out after a period of two hours of inactivity. If you click back into your Arbor tab just before the time is up, you can choose whether to remain logged in.

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